Position Overview. The Training and Operations Specialist will be responsible for supporting our practice management team in the areas of efficiency and client service and relationship management. Additionally, this position will oversee training initiatives for veterinary skill development, soft skill enhancement and business process improvement to help our practices and our teams reach their full potential. This position will report to our Director of HR and General Practice Operations and travel throughout our locations in the Triangle and Eastern North Carolina.
Ideal Candidate. Our view of the ideal candidate is someone who:
Has a proven ability of identifying, developing and executing efficiency initiatives and SOPs
Enjoys and is driven by business process improvement
Has technical experience in the veterinary field, preferably as a veterinary assistant or technician
Is adept in technology and an advanced user of practice management software
Enjoys training and finds excitement in helping individuals develop and enhance skill sets
Assists with leading monthly practice management meetings. Joins clinic update calls and/or staff meetings when appropriate in accordance with current priorities
Is open to a varying travel schedule based on current clinic priorities
Responsibilities. The Training and Operations Specialist’s core responsibilities will be:
Daily operations. This individual will serve as a resource for client service processes in our general practices and pet resorts. Will assist in identifying areas of opportunity along with developing/executing plans for addressing improvements. Provides recommendations for resolving customer complaints when needed. Will work closely with the Medical Director and Director of HR and General Practice Operations regarding operational improvement plans. Will also be an integral partner in identifying when an operational efficiency at one practice could be implemented at other specific locations or companywide.
Facility requirement and maintenance oversight. In rounding with clinics, this individual will review facility requirements for compliance, including radiology registration, DEA/DHHS licensure, controlled drug protocols, and fire safety. This individual will also coordinate follow-up with our maintenance resources to ensure completion of active facility needs.
Training activities. Will oversee new hire training, including follow-up with managers on initial skill development. Tracks ongoing trends in reception, assistant/technician, and kennel staff training needs and recommends resources to enhance clinical competence and customer service skills. Collaborates with Director of HR and General Practice Operations on utilization of our online training platform.
New manager onboarding. Is onsite regularly during initial 90 days of a new management role to assist with answering initial questions, guiding operational related tasks, and prioritizing clinic action items. Participates in weekly calls and onsite meetings with Director of HR and General Practice Operations during this time period.
Supports community and social media involvement. Helps to coordinate tactical items associated with community activities. Attends Vets Pets community activities when possible to support and enhance clinic involvement. In collaboration with the Director of HR and General Practice Operations, helps clinics with maintaining a presence on social media and interacting with comments and reviews in a timely manner.
Experience and Education
Bachelor’s degree or equivalent combination of education/experience required
Veterinary experience required; minimum of five years of industry experience preferred
Previous management or operational oversight experience strongly preferred
Responsibilities for multi-site location a plus
About Vets Pets
We are a collaborative group of small-animal veterinary hospitals based in Wilson, NC with locations throughout the Triangle and Eastern North Carolina region. We were founded in 2007 with 2 locations and expanded to over 20 through acquisitions and start-ups. Our team has created a tremendous opportunity in a growing industry. We have a strong focus in developing our talent and consistently improving our practice operations.